This research aimed to verify the effect of airport service quality on trust, perceived value, customer satisfaction, and airports' corporate image. Based on the existing literature, a structural model was proposed considering the suggested relationship between such constructs. Based on this model, a survey was elaborated through an electronic questionnaire, all Brazilians who use airports being the target population. A total of 518 respondents who declared use of airports was obtained. Data analysis was done by structural equation modeling with the estimation of partial least squares. The results showed that airport service quality can influence trust, perceived value, customers' satisfaction, and the corporate image of airports. Extending the existing literature, which was limited to investigate services provided only by airlines, there was also evidence that the influence of the constructs analyzed applies not only to services provided by airlines, but also to services in airport terminals. The findings lead to the conclusion that it is relevant that managers and administrators of airport terminals ensure the quality of services provided on the ground. The guarantee of such quality can influence directly and indirectly the corporate image of airports, even enabling the preservation of the government concession to operate the airport.

本研究旨在验证机场服务质量对信任、感知价值、客户满意度和机场企业形象的影响。在现有文献的基础上，考虑到这些构念之间的建议关系，提出了一个结构模型。在此模型的基础上，通过电子问卷详细阐述了一项调查，所有使用机场的巴西人都是目标人群。总共获得了 518 名声明使用机场的受访者。通过偏最小二乘估计的结构方程模型进行数据分析。结果表明，机场服务质量会影响机场的信任度、感知价值、客户满意度和企业形象。扩展现有文献，这些文献仅限于调查仅由航空公司提供的服务，还有证据表明，所分析的结构的影响不仅适用于航空公司提供的服务，也适用于机场航站楼的服务。调查结果得出的结论是，机场航站楼的管理人员和行政人员确保地面服务的质量是相关的。这种质量的保证可以直接和间接地影响机场的企业形象，甚至可以保留政府经营机场的特许权。